Hi all,
Hope someone can help us out with our company telephone system.
We are from the Netherlands and bought a W53P package, which includes a W60B DECT base station and a W53H DECT handset. Later on we have bought six other W53H handsets. We have used the system for a while now, but are currently having problems:
1) Multiple handsets are not working correctly, sometimes the customer can't hear us, or sometimes we don't hear them.
2) If we lookup the Handset Status in the handset (W53H) menu, then it is said that the "SN code" is "Invalid". From what we've read this could be a problem with the registration of the handset or something with firewalls/ports/etc.
3) We cannot seem to update the firmware of the handsets. The handset gives the following information:
- Model = W53H
-Hardware = 88.0.0.11
- Firmware handset = 88.83.188.7
- IPUI code = 0291C4674E
- SN code = invalid
- Region = Europe
If we go to the website to find the newest firmware for the W53P package (including the W53H handset), it is shown that the latest firmware for the handset is/should be: W53H-88.85.0.20.rom (from 2020-10-14)
However the firware in the handset seems to be from a different type or package, because it mentiones "188.7" at the end. Can it be that the firmware of this handset is wrong, or part of another package? Because if we search for this firmware string on google, we find references to the W80 system (instead of the W60B)?
If we try to update the handsets - from the webportal of the base station - with the latest version we could download (W53H-88.85.0.20.rom), it doesn't work. It says "Handset Firmware Updating", but then returns to the homepage of the portal, without any message or progress bar on the handsets. After this the handsets display the same/unchanged version number of the firmware, and not the new one.
Side note: updating the firmware of the base station to version 77.85.0.25 worked as it should.
Side note nr. 2: if we click on 'Start Paging' in the portal of the base station, all the handsets are ringing. The basic registration/connection therefore seems to be working.
Can someone please explain whether this firmware status of the handhelds is correct? Even thought the firmware in the handhelds (88.83.188.7) isn't the same as the latest firmware found on the website of Yealink when it comes to W53P or W53H (W53H-88.85.0.20.rom)?
Moreover we are curious whether the above situation - of having an unstable connection - could be caused by this firmware (update) issue?
Maybe we are looking into the wrong direction, or maybe the firmware version of the base station and the handhelds is correct? We hope someone could provide us with some answers or guidance how to solve the above. We would like to be able to help our customers on the phone, which is currently not possible.
In case there is more information needed, or screenshots, we can of course provide it...
Any tips or help is much appreciated, awaiting your reply(s).
Best regards, Yealink-User
